Senior TQM Customer Experience S...
3Sixty -
Mohandessin, GizaJob Details
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Job Description
Key Responsibilities:
- Customer Experience Improvement:
- Analyze customer feedback, surveys, and complaints to identify trends and areas for improvement.
- Develop and implement strategies to enhance the customer experience across all touchpoints.
- Ensure alignment between customer experience initiatives and TQM principles, emphasizing continuous improvement.
- Process Optimization:
- Work with cross-functional teams to optimize customer-related processes, ensuring quality and efficiency.
- Apply TQM tools such as Six Sigma or Lean to eliminate defects and improve processes.
- Quality Standards Implementation:
- Ensure that customer service teams follow quality guidelines and standard operating procedures.
- Document control and creating/updating SOPs.
- Collaborate with the TQM team to conduct regular audits and identify areas where service quality may be lacking.
- Training & Development:
- Provide staff with training and guidance on customer experience best practices and quality management techniques.
- Develop customer experience improvement programs and ensure teams are equipped to implement them.
- Data Analysis & Reporting:
- Analyze performance metrics (e.g., customer satisfaction scores, Net Promoter Score) and report findings to senior management.
- Use data-driven insights to recommend changes to improve service quality.
- Continuous Improvement Initiatives:
- Lead or participate in TQM-driven improvement projects, focusing on enhancing customer satisfaction.
- Stay updated on industry trends in customer experience and quality management, adapting new techniques to improve the customer journey.
Job Requirements
Skills & Qualifications:
- 3+ years in a customer experience and/or quality management role.
- Certifications in TQM, Six Sigma yellow belt, or Lean methodology are a plus
- Strong understanding of TQM principles (e.g. ISO, FDA standards, Six Sigma).
- Experience in customer experience management analytical skills with the ability to interpret data and make actionable recommendations.
- Requires a strong communicator with a diplomatic demeanor. The ideal candidate will have experience fostering positive relationships and collaborating effectively with diverse teams and departments.
- Familiarity with customer feedback tools, channels and performance metrics (e.g., NPS, CSAT).
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